Returns
Changed your mind or need a different size? You have 30 days to send back unworn items. If something is faulty or we got it wrong, returning it costs you nothing.
How to return an item
- Start your return online. Sign in to your account, go to your order history, choose the order and click Request Return. Pick the items and tell us why they're coming back.
- Book your postage. Use our Royal Mail returns portal and enter your order number and details. You can drop the parcel at a Post Office or parcel postbox, or book a collection from home.
- Pack it up. Put your order number, name and address inside the parcel. The maximum size is 46 x 46 x 61cm and 20kg.
- Get your refund. We check your return and refund you to your original payment method, within 14 days of receiving it and usually much sooner.
Checked out as a guest? Contact us with your order number and we'll set up the return for you.
About emails: your return request is saved in your account straight away. We email you once we've processed your return. You won't get a separate email when you first submit the request.
Prefer your own courier? That's fine. Please use a tracked service and send it to: Toolmonkey Ltd, Returns Department, Units 9-10 Clipstone Brook, Cherry Court Way Ind Est, Leighton Buzzard, Bedfordshire LU7 4GP.
What we can accept
Items must be unworn, unused and unwashed, with their original tags and packaging. Please try clothing and footwear on indoors, on a clean surface.
- Safety footwear: we can't accept boots or shoes that have been worn outside or are marked or soiled, unless they're faulty.
- Promotions: if you return part of an order bought on a multi-buy or bundle offer, your refund reflects the price you actually paid for the items you return.
- Exchanges: we offer refunds rather than exchanges. For a different size or colour, return the original item and place a new order. That way you get the new one sooner.
What it costs
| Reason | Your refund |
|---|---|
| Faulty or damaged item | Full refund, including original delivery. No return charge |
| Wrong item or quantity sent by us | Full refund or the correct item. No return charge |
| Wrong size, changed your mind or ordered the wrong item | Full refund, minus £2.49 if you use our Royal Mail return label |
Damaged items may need a photo so we can claim from the courier.
Faulty items
If something is faulty, please contact us as soon as you notice, ideally with a photo. Your rights under the Consumer Rights Act 2015 aren't affected by anything on this page:
- Within 30 days of delivery, you can reject a faulty item for a full refund.
- After 30 days, we'll offer a repair or replacement. If that isn't possible or doesn't fix it, you're entitled to a refund, which may be reduced to reflect the use you've had.
- Normal wear and tear, misuse and accidental damage aren't faults.
Sizing isn't a fault. Sizes vary slightly between brands and batches. If an item is returned as faulty for its size but we find it's within the manufacturer's tolerance, we'll treat it as a change of mind return and deduct £2.49. Check our fit guide before you order.
Refunds
Refunds go back to the card or PayPal account you paid with. Once we've processed your return we'll email you, and it can take a few working days to show on your statement depending on your bank.
If you ordered online, you also have a legal right to cancel within 14 days of delivery under the Consumer Contracts Regulations. Our 30-day returns policy gives you longer than that. If you cancel within those 14 days, we also refund the standard delivery charge you paid (not the extra cost of a faster service).
Returns questions
How long do I have to return an item?
Are returns free?
How do I start a return?
Can I exchange for a different size?
Can I return safety boots I have worn?
When will I get my refund?
Still need a hand?
Call 01525 374287 (option 2), Monday to Friday, 7:30am to 5pm, or send us a message.
Toolmonkey Returns
Return Policy: Return items must be unworn, unused, unwashed, and with the original tags. Items that have been used will either be returned back to you or a partial refund will be offered.
You have 30 days to initiate a return.
We offer a standard return charge of £2.49 via Royal Mail. The returns charge will be deducted from your refund. Please ensure your parcel does not exceed the dimensions of 46cm x 46cm x 61cm and a maximum weight of 20KG.
If your item is too large or too heavy for Royal Mail, please contact us to book your return.
Please note that the above return policy does not apply to faulty items. If an item is faulty, follow the instructions below and mark the return reason as faulty. If an item is marked as faulty due to sizing, it will be tested upon return. If the item is within manufacturing tolerance, you will be charged a £2.49 return fee.
Starting a Return
To start a return, please follow these steps:
- Login to your online account and go to your order history.
- Select the order with the item(s) you wish to return by clicking on the order number.
- Once the order details page has loaded, click on "Request Return" at the top right of the page.
- On the request return page, choose the item(s) you wish to return. If you have purchased multiple quantities of the same item, ensure you request the correct amount for return.
- Select the reason for the return. We currently only offer a refund. If you require a different size, please place a new order.
- Once you have completed the return request, you will receive a confirmation email.
Posting your Return
Follow these steps to post your return:
- Click here to access the Royal Mail returns portal and generate a returns label.
- Enter your return number or order number, and fill in your contact details.
- Choose one of the following options:
- Collect from an address of your choice (home, work, safe place, etc.). No printer is required.
- Drop your item off at various drop-off locations. A printer is required unless a post office drop-off or Royal Mail Delivery Office is selected.
- Ensure that the items are packed securely and add the Order Number, Name & Address inside the parcel, if possible.
- Make a note of any tracking numbers, receipts, or emails for reference.
- Follow instructions on email sent by Royal Mail. Make sure to check your junk folder if needed.
Refund Process Complete
Once your refund has been processed, any updates will be visible within your account, and you will receive notification emails.
Refund Notes
If your item is confirmed to have a fault, you will receive a full refund with no additional returns postage cost after returning it to us.
In the case of a damaged item, we may request photographic evidence of the items within the damaged packaging. Once the damage is confirmed, you will receive a full refund without incurring any returns postage cost.
If an incorrect item or quantity was delivered and is returned in new condition, you will receive a full refund without any returns postage cost.
For cases where the wrong item or quantity was ordered and the return is in new condition, you will receive a full refund, with the exception of the returns postage cost of £2.49.
If your item is being returned due to an incorrect size choice, and it is in new condition, you will receive a full refund, minus the returns postage cost of £2.49.
For returns where the item is in new condition but no longer wanted, you will receive a full refund, minus the returns postage cost of £2.49.
